Hybrid Technical Support Representative at ManTech International Corporation

ManTech seeks a motivated, career and customer-oriented Technical Support Representative to join our team in Herndon, VA.Responsibilities include but are not limited to:Provide Tier I contact and incident resolution to customers with hardware, software, and application problems Provide remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the Service Now CRM ticketing tool. May also make outboard service calls to potential customersWhen new solutions are derived to resolve issues, Tier 1 agents will provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created. Install system wide software and assist with fine-tuning system performance Act as a single point of contact for existing incident and requests Identify process and procedures which need to be corrected or added to the Knowledge baseManage time and workload to meet predetermined service levelsProvide polite and friendly customer serviceMinimum Requirements:Must possess a Bachelor’s degreeWorking knowledge of computers, printers, laptops, and common Windows and MacOS applications in a Windows and MacOS environmentThe ability to navigate and explain complex solutions to customers over the phoneExceptional attention to detailClearance Requirements:Must be a US Citizen and be able to obtain and maintain a Top Secret clearancePhysical RequirementsMust be able to be in a stationary position more than 50% of the timeMust be able to communicate, converse, and exchange information with peers and senior personnelConstantly operates a computer and other office productivity devicesThe person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situationsThe person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, and must be able to lift and move objects weighing 25 pounds or more Apply Now